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Experience Mapping: Insight, Empathy and Business Buy-In

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How Experience Mapping, and the process you go through to create Experience Maps, can give you customer and business insight; build empathy and gain business buy in. Experience Maps are very much en vogue at the moment, but they are far more than just a pretty artefact: they are an incredibly valuable way of demonstrating an end to end journey from a customer’s perspective. We will look at how you can go about creating an experience map, the information that can be very valuable to show on it, and how it can be used to create effective, cross-channel and devices customer centric products and experience, and ones that drive real business value.

About the speaker

Alex Horstmann has been working on crafting digital experiences for 15 years, starting life as a digital designer and then moving into the fledging profession of user experience, and ultimately widening out to looking at Customer Experience. Alex has worked with big brands like Channel 4 Television, Virgin Media and Thomson Holidays (as Head of User Experience & Design) delivering online experiences, and at a Customer Experience level for TUI Travel (as Group Customer Experience Lead) and now at Tesco (as Head of Customer Experience for Tesco, covering General Merchandise, Clothing and ONeTesco).

About the event

We’ll meet at Microsoft Research at 6:30 pm for drinks and nibbles and the talk will start at 7:00 pm. After the talk we’ll head to the Salisbury Arms (3 minutes walk away) for drinks courtesy of sponsors Red Gate. There are some metered parking spaces on Tenison Road and Station Road and bike racks at the entrance of the building.

This talk is part of the Cambridge Usability Group series.

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